Miles not posting
Feb 21, 2024 | 11:36 pm
#17
Join Date: Oct 2004
Location: Greater Chicagoland Area
Programs: frontier Elite, Hertz PC
Posts: 1,802
They posted the miles. I think I got shorted the 10x for the actual flight cost in accordance with the bonus at the end of last year but I'll take this. I still hate how they call it a "one time exception.". I may still snail mail customer service in Denver to complain about the service I received. Yeah it sort of got resolved but only after them gaslighting me about taking the flight multiple times, weeks of waiting initially for no response and over a dozen emails/complaints. I just want someone at corporate to look and actually see what their outsourced CS does.
Here is the big part of their reply giving me the miles:
Thank you for replying to our email in order to address your situation. We understand your concerns considering the images provided confirming your flight was boarded, and we would like to attend to your inquiries.
We have been reviewing your case to reach a conclusive resolution, and we understand you have been waiting for a considerable timeframe to receive the proper assistance. We assure you it is never our intention to cause a situation that could affect your travel experience with us, and we want to help you.
Taking into account the circumstances, and as a one-time exception, we would like to let you know that a total amount of 1197 redeemable and qualifying miles were added to your account for your travel. Normally these miles should be reflected immediately, however, we request you wait within 3 to 5 business days to ensure the mileage information is updated in your account. We appreciate your patience in advance during this process.
We understand your concerns, and we really appreciate your comments. Your feedback represents an important source of support for us in order to improve and be able to offer a quality service in the future.
Here is the big part of their reply giving me the miles:
Thank you for replying to our email in order to address your situation. We understand your concerns considering the images provided confirming your flight was boarded, and we would like to attend to your inquiries.
We have been reviewing your case to reach a conclusive resolution, and we understand you have been waiting for a considerable timeframe to receive the proper assistance. We assure you it is never our intention to cause a situation that could affect your travel experience with us, and we want to help you.
Taking into account the circumstances, and as a one-time exception, we would like to let you know that a total amount of 1197 redeemable and qualifying miles were added to your account for your travel. Normally these miles should be reflected immediately, however, we request you wait within 3 to 5 business days to ensure the mileage information is updated in your account. We appreciate your patience in advance during this process.
We understand your concerns, and we really appreciate your comments. Your feedback represents an important source of support for us in order to improve and be able to offer a quality service in the future.
Feb 27, 2024 | 8:03 pm
#18
FlyerTalk Evangelist
Join Date: Mar 2000
Posts: 18,228
I flew last week and got my actual flight miles (no bonus for being elite), as did my travel companions. I did buy the ticket in 2023. I assume that WASN'T supposed to happen, and that we all are supposed to just get miles based on the price of the ticket (plus a modest elite bonus)?
Feb 28, 2024 | 9:31 am
#19
Join Date: Jul 2013
Posts: 627
I flew last week and got my actual flight miles (no bonus for being elite), as did my travel companions. I did buy the ticket in 2023. I assume that WASN'T supposed to happen, and that we all are supposed to just get miles based on the price of the ticket (plus a modest elite bonus)?
Feb 28, 2024 | 7:45 pm
#20
FlyerTalk Evangelist
Join Date: Mar 2000
Posts: 18,228
And, actually, it will get my pooled account to 60,000 miles, which would get me 2 roundtrip tickets to the Caribbean. I haven't 100% decided on that redemption,but it would seem like a good use.
Mar 20, 2024 | 7:37 pm
#21
Join Date: Oct 2004
Location: Greater Chicagoland Area
Programs: frontier Elite, Hertz PC
Posts: 1,802
Just so people are aware of the timeline, I got a message from Frontier on Friday March 15 that the DOT has forwarded my report to F9. I had already resolved it but it shows how long it takes for the issue to be forwarded to them after a DOT complaint. The date I sent the complaint is in one of the posts above that I made concerning my issue.
They posted the miles. I think I got shorted the 10x for the actual flight cost in accordance with the bonus at the end of last year but I'll take this. I still hate how they call it a "one time exception.". I may still snail mail customer service in Denver to complain about the service I received. Yeah it sort of got resolved but only after them gaslighting me about taking the flight multiple times, weeks of waiting initially for no response and over a dozen emails/complaints. I just want someone at corporate to look and actually see what their outsourced CS does.
Here is the big part of their reply giving me the miles:
Thank you for replying to our email in order to address your situation. We understand your concerns considering the images provided confirming your flight was boarded, and we would like to attend to your inquiries.
We have been reviewing your case to reach a conclusive resolution, and we understand you have been waiting for a considerable timeframe to receive the proper assistance. We assure you it is never our intention to cause a situation that could affect your travel experience with us, and we want to help you.
Taking into account the circumstances, and as a one-time exception, we would like to let you know that a total amount of 1197 redeemable and qualifying miles were added to your account for your travel. Normally these miles should be reflected immediately, however, we request you wait within 3 to 5 business days to ensure the mileage information is updated in your account. We appreciate your patience in advance during this process.
We understand your concerns, and we really appreciate your comments. Your feedback represents an important source of support for us in order to improve and be able to offer a quality service in the future.
Here is the big part of their reply giving me the miles:
Thank you for replying to our email in order to address your situation. We understand your concerns considering the images provided confirming your flight was boarded, and we would like to attend to your inquiries.
We have been reviewing your case to reach a conclusive resolution, and we understand you have been waiting for a considerable timeframe to receive the proper assistance. We assure you it is never our intention to cause a situation that could affect your travel experience with us, and we want to help you.
Taking into account the circumstances, and as a one-time exception, we would like to let you know that a total amount of 1197 redeemable and qualifying miles were added to your account for your travel. Normally these miles should be reflected immediately, however, we request you wait within 3 to 5 business days to ensure the mileage information is updated in your account. We appreciate your patience in advance during this process.
We understand your concerns, and we really appreciate your comments. Your feedback represents an important source of support for us in order to improve and be able to offer a quality service in the future.
Jun 21, 2024 | 1:50 pm
#22
FlyerTalk Evangelist
Join Date: Mar 2000
Posts: 18,228
So it finally happened to me: my wife and I didn't receive mileage credit for a Frontier flight earlier this week. I assume if it doesn't post in 3 days or so, it will never post? I initially didn't think it was a lot of miles (it was a "big fare" for me -- $39 -- and I don't remember buying it on an extra-miles promo). But, curiously, the flight does show in my "past trips" section of the website and there it says my "earned miles" are 2286! This is obviously a classic Frontier IT problem. Is there an easy way to ask for -- and receive -- 2286 miles?
Jun 22, 2024 | 1:04 pm
#23
Join Date: Oct 2002
Location: TOL
Posts: 1,042
So it finally happened to me: my wife and I didn't receive mileage credit for a Frontier flight earlier this week. I assume if it doesn't post in 3 days or so, it will never post? I initially didn't think it was a lot of miles (it was a "big fare" for me -- $39 -- and I don't remember buying it on an extra-miles promo). But, curiously, the flight does show in my "past trips" section of the website and there it says my "earned miles" are 2286! This is obviously a classic Frontier IT problem. Is there an easy way to ask for -- and receive -- 2286 miles?
Jun 23, 2024 | 8:19 pm
#24
FlyerTalk Evangelist
Join Date: Mar 2000
Posts: 18,228
Jun 24, 2024 | 2:21 pm
#25
Join Date: Dec 2023
Posts: 78
Jun 24, 2024 | 6:38 pm
#26
Join Date: Oct 2004
Location: Greater Chicagoland Area
Programs: frontier Elite, Hertz PC
Posts: 1,802
The only time I had a flight not credit was in January. I wrote about it in post #15. Even though I got it sorted out, I saw they responded to my DOT complaint after the fact as that wound it's way through the system.
Id file a report with DOT about miles not posting properly if you can't get it solved.
Id file a report with DOT about miles not posting properly if you can't get it solved.